In this day and age, social media has become an important part of the lives of countless individuals and in majority cases, has made a positive impact. Social media has grown to become a buzz word and has been used for various purposes by different people. Bangladesh too, as a developing country, has taken up the initiative to use this component of ICT (Information and Communication Technology) known as social media to accelerate the national decision-making process and enhance the performance of government officials at all levels, increase the involvement of the public in various activities. This study looks to try and understand the possibility of the use of social media in the public sector for social service in Bangladesh and how it may affect the service delivery system, government-citizen interaction, etc. An idea of the use of social media in the public sector in general was also established through this study. The research team collected users’ data of both government officials and citizens from seven districts of seven divisions. 289 respondents participated in the questionnaire survey, where 86.16% were male and 13.84% were female. About 44% of the respondents had attained post graduate level education followed by 38.06% graduate, 14.88% HSC and 3.11% SSC. The study revealed that government organizations used Facebook page and groups with different goals and objectives, where one of the foremost goals were to communicate with the public in a new way; develop internal communication and thirdly, encourage service innovation, knowledge sharing and problem solution. There was a positive change in the productivity of organizational integration and behaviour pattern as there was no constraint of the office hour. Officers were found on Facebook even in the midnight to answer public queries, give directions to their subordinates and take immediate action to public demands.